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FAQ's- the only ones you really need.

1. How do I order?

1. Online. This is the simplest way. Click on the products you love and follow the prompts and call to action buttons. Our website is 100% safe and really easy to use.

2. By calling our friendly customer service team on +44 (0) 01305 231 231 (UK) Mon-Fri 9-6pm and ordering over the phone.

2. How do I pay?

You can pay by Credit or Debit card in the UK (we accept Visa, MasterCard, American Express, Maestro and Delta)

In the EU/EC and Rest of the World you can pay by credit card or debit card but only if the debit card carries the Visa, MasterCard or American Express badge.

Or you can pay via your PayPal account.

Or you can call us and we will process your payment. +44 (0) 1305 231 231 (UK) Mon-Fri 9-6pm.

3. Will I receive a Random Act of Cuckooness with my order?

Well... if we told you it wouldn't be a Random Act of Cuckooness? Random Acts of Cuckooness are sent out to random customers throughout the month and can take the form of anything from an upgrade in Delivery to a FREE gift. 

4. Is Zebarella really allergic to shellfish?

Yes, but it’s not something she`s too concerned about. 

5. Can you deliver to my country?

We CAN if you live in any of the countries listed below. Charges vary according to the zone we deliver to. They are based on size of order and distance from our warehouse.

Countries we deliver to are: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Rep of Ireland, Italy, Jersey, Latvia, Liechtenstein, Guernsey, Lithuania, Luxembourg, Netherlands, Isle of Man, Malta, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Australia, New Zealand, Canada and the United States.

Click for more info

6. Where does Zebarella sleep?

It’s strange how many times we`re asked this question. Zebarella sleeps in a bed (of course) complete with pillows and duvet (finest Hungarian Goose down) and Egyptian cotton sheets with a beautifully embroidered throw. When she is in the countryside she sometimes falls asleep under her favourite cherry tree. 

7. Are all products on your site available for International Delivery?

Available products will be clearly marked on the product detail pages.

Most items like gifts, accessories and toys are all fine to send overseas, but some items would be excluded for reasons connected to logistics, legalities including distribution agreements and their associated restrictions as well as warranties. On the product detail page and at checkout, you will see a message informing you whether it is possible or not to deliver your selected product overseas. Here is a full list of items that may be excluded:

  • Antiques, works of art and fine art with an individual value in excess of £5,000.
  • Flammable substances, dry ice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road ("ADR") or International Maritime Dangerous Goods ("IMDG") regulations.
  • Dangerous / hazardous goods including but not limited to beauty products such as perfumes, aftershaves and aerosols.
  • Liquids and aerosols.
  • Crackers.
  • Knives/scissors.
  • Paints, glues and products containing these items (e.g. toys).
  • Food/alcohol/perishables/flowers & plants.
  • Electronic Items, including Mobile Phones, containing Lithium Batteries –each package may not contain more than 2 batteries which must be contained within the electronic device.
  • Loose lithium batteries.
  • Lighting (except lampshades).
  • Furs.
  • Rugs.
  • Mirrors.
  • Furniture (including outdoor).
  • Blinds, curtain poles and tracks.
  • Fabric by length, fabric samples, wallpaper.
  • Jewellery, Costume Jewellery, Watches and objects constructed of precious metal and/or stones with a value in excess of £5,000 per waybill.
  • Nursery travel, e.g. car seats and pushchairs.
  • Heavy or bulky items which need to be carried by two people or more, e.g. large fitness equipment.
  • Gift Experiences.

8. Do I qualify for FREE delivery?

Orders sent to most addresses on Mainland UK are free on orders of £50 or more. Orders sent to Europe and the rest of the world will be charged delivery. Delivery charges appear in your Basket, at checkout and before you submit your credit card details. Click for more info.

9. Do you offer gift wrapping?

Yes! Most items can be sent as a gift with a personalized message, they will be marked “available for gift wrapping” on the product detail pages.  Products are wrapped by our specially selected (and voluntary we might add) Team of Grannies who all have extra-long, double jointed fingers; they have an endless supply of tea and cake and they work in absolute comfort according to International Regulations Governing the Voluntary Deployment of Grannies (IRG TV DOG).

Team Grannie wraps each gift individually in our special luxury paper complete with a beautiful designer ribbon, hand printed gift tag and a generous sprinkling of yesteryear magic - click here to take a peek.

Note the photo of Grannie Gladys carefully and painstakingly wrapping each one.

10. Do I need to register as a member or set up an account to place an order?

You don’t need to register– we have a Guest checkout for those in a real hurry, you just need to enter your address and payment details at checkout and we can process the order there and then in the blink of eye.

If you want to, you can save your details at the end of the checkout - this is highly recommended as it saves loads of time if you do place another order in the future.

Becoming a member offers loads of benefits and its really easy. Click here to become a member.

11. When will I receive my order?

If you place your order before 2pm and as long as payment is authorized and received all 'In Stock' items will be despatched the same day. If the item states 'allow days' (before delivery), your order will be despatched within this time frame. All products with 'allow days' (like 'made to order' or 'direct despatch' items from suppliers) will be clearly marked on product pages and at checkout.

Our delivery times are between 8am and 6pm.

In the UK (Mainland) and on all standard deliveries please allow 2-4 working days to receive your order once it has been dispatched, for our premium delivery service please allow 2-3 days and 1 day for express deliveries.

Orders and payment received after 2pm will be dispatched the following working day, please note that orders will not be dispatched after 2.00pm on a Friday.

We do offer Saturday delivery (UK only) if ordered before 2pm on Fridays - the delivery cost is £12.95, this delivery option is available at checkout.

In the European Union and Rest of the World please allow between 2-6 working days for 'In Stock' items. All other delivery times for products not in stock will be communicated to you at checkout or via email depending on the product. Please note that deliveries may take a little longer if they are sent direct from our suppliers- these items will be clearly marked on our product pages and at checkout.

For delivery details including table with times and charges click here.

12. Can I send different products on my order to different addresses?

No unfortunately not. Only one delivery address per order can be processed.

13. Can I send an order to a different address than my billing address?

Absolutely. If you would like to send an order (like a Gift) to a different delivery address you may do this. The delivery address does not have to be the same as the billing address.

14. What if I`m out when they deliver?

Our Delivery Company will leave a “while you were out” card so you can call them to re arrange a time that suits. But we strongly recommend (so as to avoid disappointment) that you use an address where there will be someone to receive and sign for the delivery – like a work address.

15. How do I return products?

For Furniture and Beds please email us at customerservice@cuckooland.com or call us on +44 (0) 1305 231 231 (UK) Mon-Fri 9-6pm. 

For all other products/gifts: 

For Cuckooland members in the UK (Mainland):

  1. “Login” to your account on our website and enter your details (or click here and enter your details). Go to your profile section. In your profile section you will be able to view items that fall within the 30 day returns window.
  2. Select the items you wish to return and the reason you wish to return them and follow the prompts. At the end of this quick process, we will provide you with a Returns Authorization Number (which confirms to Royal Mail that Cuckooland is paying for the postage) and an email will be sent confirming these details.
  3. The email will include a link to our Royal Mail Cuckooland Tracked Returns Service -but here it is for quick reference!) Enter your Returns Authorization Number on this webpage and a returns label with postage paid will automatically be generated. Minimal fuss.
  4. Then print the email off and include this email (as it will contain your order number and items ordered) in the box you wish to return. This will speed up the returns / replacement / refund process. 
  5. Also remember to print off the label, attach it securely to the box (with the product inside please) and drop it off at your nearest Post Office. 

If the items are simply not what you want, the items must be returned to us in good condition (pristine please!) and in their original packaging and be resalable for us to authorize a refund.

For reference, our Returns Address is: 

Cuckooland Returns
C/O MMC Ltd 
Unit 5, Worton Drive
Imperial Way
Reading
RG2 0TG
United Kingdom

For returns outside of the United Kingdom or if you would like to find out more about returns: customerservice@cuckooland.com

Your Returns refund may be subject to a returns charge, for more details about deliveries and returns, please click here.

16. Can you explain what a "Wishlist" is?

Sure. Your "Wishlist" is where you can keep track of any item that you like or would like to buy. Simply click on the “add to wishlist” button on as many products as you like. You can also send this list to a friend if you want to send a not-so-gentle reminder. Or just to keep tabs on things you are thinking of buying for yourself, or perhaps as gifts for others.

To activate your Wishlist, you will need to set up an account. It’s very quick to do and will save you lots of time and hassle once it’s done, highly recommended.

17. Are my Credit Card details safe?

Absolutely 100% yes! Its Cuckoolands top priority to ensure that our customers’ transaction data is kept secure at all times.

For this reason we use SagePay, one of the most trusted and secure payment service providers in the UK. SagePay have been awarded Level 1 PCI DSS Compliance status which is the highest level attainable and reflects the importance that Cuckooland place on our customer's security.

Using SagePay means that we do not store any of your credit and debit card details on our system, they are instead captured in a secure HTTPS POST between our web server and Sage Pay's servers across a 128-bit encrypted session.

18. Can I see my order history?

If you have registered with us (and are a member), you can see your entire order history, you can change contact details, return products and manage your addresses and preferences. Click on “Login” at the top right of the screen or click on the “My Account” at the bottom of the page (footer) to enter.

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